Quality Assurance Specialist

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards

The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Quality Assurance Specialist will undertake daily audits of the Reservation team's contact center activity to ensure compliance with company goals and The Ritz-Carlton Gold Standards.

Essential Functions

As part of Global Reservation Services, the Quality Assurance Specialist will continuously audit and monitor the Reservations Team Ladies and Gentlemen to ensure the highest level of customer delivery.

Complete daily interaction audits by utilizing the CXOne call software.

Communicate with the Sales and Quality Coach the results and feedback from Quality Call Assessments, and detail areas to develop for the US and EU offices.

Ensure the quality audit matrix is updated and records are kept accurate.

Complete any Quality Action Plans when required.

Quality Check reservation data entry information and auditing.

Develop policies and procedures for department and standard operating procedures.

Demonstrate ability to answer detailed questions regarding the product and systems.

Maintain courteous & professional telephone etiquette at all times.

Develop and maintain positive working relationships with all departments.

Competency

Minimum 2-year college degree or 3 years’ experience equivalent

Minimum 2 years of Customer Service and Sales experience required, ideally from a Quality background

Possess excellent written & verbal communication skills with the ability to convey information in a clear, concise manner

Attention to detail with an analytical approach

Ability to learn and utilize the reservation system

Must commit to delivering high-level customer service and maintain positive, pleasant behavior while engaging customers & colleagues

Proficiency in Microsoft Office (Excel, Word, PowerPoint, OneNote and Outlook) and SmartSheets, or ability to learn new systems quickly

Ability to learn and understand policies & procedures to make reservations and assist callers with each aspect of the booking process

Demonstrate the service values of The Ritz-Carlton at all times

Work Environment

Full-time (40-hour work week)

Hours are 09:00am to 18:00pm Monday through Friday and occasionally 10:00am to 2:00pm on Saturday.

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.

R-100731